Service standards - crematorium

We aim to offer the highest possible standard of bereavement care.

Service Statement

It is our pledge to provide a bereavement service that offers individual attention, an atmosphere of tranquillity, warmth, reverence and respect whilst continuing to provide variety and value.

In order to achieve this, we constantly strive to improve our service by listening to your views, then tailoring the service to meet both individual and local needs.

Literature available

We can provide details of:

  • List of Funeral directors

  • Bereavement services organisations

  • Questions people ask about cremation

  • Crematorium fees and charges

  • Cremated remains leaflet

  • Provide directional maps and written directions

  • Memorials: your options

  • Choosing a memorial

  • Family arranged funerals

  • Information on using a funeral director

  • Information about living wills

  • What to do when someone dies

  • Burials in private land

  • Information on Funeral Directive

The funeral service

We will provide

  • At least 16 service times per day Monday to Friday and 7 service times on a Saturday.

  • Seating for one hundred persons in the Chapel

  • Double service times can be arranged

  • Facilities to accommodate all cultures, traditions and faiths.

  • CD playing facilities

  • Facilities for the disabled including hearing loop, disabled access ramps, disabled toilets and wheelchairs.

  • Comfortable waiting facilities.


Guildford Borough Council own and operate Guildford Crematorium. This document describes the standards of service that you can expect. It is our intention to offer you a high standard of service that will meet all your requirements and those of the community as a whole.

It is Guildford Borough Council's policy to care for the environment. As part of this service we aim to encourage nature and wildlife to enhance the crematorium.

As we are a community service we can offer you help and advice on all matters relating to bereavement. If you require individual attention our staff will be happy to assist you or show you around the premises.

If you have any other comments you may contact us on telephone 01483-444711, e-mail or write to Bereavement Services, Guildford Crematorium, New Pond Road, Godalming, Surrey. GU7 3DB.


The Bereavement Service office located at Guildford Crematorium is open for visitors during the following hours:

  • Monday to Friday 9am - 4.30pm

  • Saturday and Sunday 9am - 12noon

The crematorium grounds, Remembrance Room and Flower Room are open for visitors during the following hours:

  • November, December and January 9am - 4.30pm

  • February 9am - 5.30pm

  • March and October 9am - 6.00pm

  • April and September 9am - 7.30pm

  • May, June, July and August 9am - 8.00pm

For your convenience


  • Wear the same uniform so that the staff are easily identified

  • Wear name badges

  • Answer the telephone within 5 rings

  • Provide a minimum of ten memorial options at the crematorium

  • Have three different options for the placing of cremated remains at the crematorium

  • Ensure access to the crematorium 365 days of the year

  • Will send a written reply within 5 working days to all written comments.

  • Have a formal complaints procedure.

Your chance to comment

We would like you to help us improve the service that we provide.

If you wish to make a complaint we have a Complaints Procedure which is detailed below.

How to complain

  1. Contact the Bereavement Services Manager - in person, by telephone, email or fax.

If you are not satisfied with the attention you receive, then you may contact:

Head of Parks and Countryside
Stoke Park Nursery, Nightingale Road, Guildford, Surrey

The Chief Executive
Guildford Borough Council, Millmead House, Millmead, Guildford, Surrey GU2 4BB